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Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans. Siemens' ...

For some consumers, AI offers a more comfortable way to ask sensitive questions, challenging traditional assumptions about trust and customer support. The shift from IVR to CRM-native AI agents is ...

CRM and contact center solutions promise seamless integration in a few clicks, but that’s rarely how it goes. See how it really works here. You’ve probably heard the phrase “seamless integration” if ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Call Centers are often consumers' first encounter with a business. That experience can make or break a customer's decision to continue interacting with the company. Because call centers shoulder the ...

Intelligent call routing is more than automation: It’s redefining how call centers handle scale, complexity, and customer expectations. Key takeaways Intelligent call routing uses customer ...

Following an internal assessment of its patient contact experience in 2017, Boston-based Dana-Farber Cancer Institute underwent a total overhaul of what was found to be an unnecessarily complex, ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Last week, local government officials and industry experts interested in the use of Customer Relationship Management/311 solutions to improve service delivery came together in Dallas for the Public ...